Returns and Repairs
We hope you will be satisfied with any product purchased from Lulu Guinness. Should you wish to return a product for any reason, please read our returns policy below.
If you wish to return an item, please do so within 28 days of receipt along with your completed returns form.
Please note that returns made outside of this period will not be accepted and will be returned to sender
Your statutory rights are not affected.
Products returned must be in a saleable condition and with all tags, presentation boxes, dust bags, straps or complimentary items included.
Footwear must be returned with the protective seal and Lulu Guinness Lips sticker.
Clothing must be returned unwashed and unworn. Please try the garment when you are not wearing fragrance, deodorant or make-up to avoid leaving marks or scent.
Due to hygiene reasons we cannot offer returns on facemasks unless they are faulty. If there is a fault with your facemask, please reach out to our Customer Care team to arrange the return.
Items purchased online at www.luluguinness.com cannot be returned at any Lulu Guinness store or concession.
When purchasing Lulu Guinness products from stores other than Lulu Guinness boutique stores, a customer purchases goods under the individual store's Terms of Sale
In order to resolve your claim, please liaise with the store of purchase.
If you have purchased through another Lulu Guinness supplier, you will need to raise the claim with them directly as you are subject to their terms and conditions.
If the item was purchased from one of our stores please get in touch with the store directly.
Our warehouse is unable to accept any returns delivered by hand.
Our head office is unable to accept any returns.
Please fill out the returns form and include it inside your order
Failure to do so will result in significant delays in processing your refund (up to 6 months)
If you no longer have the returns form, please contact our customer care team at firstname.lastname@example.org who can email you with another one
If you have already returned your item to us without a returns form included, please contact our customer care team with your name and order number so we can keep track of this when the product arrives back to us
Attach the enclosed pre-paid returns label to your parcel and return via the post office. Retain a copy of the receipt for reference. If you no longer have your pre-paid returns label, please contact our customer care team who can email you another one.
EUROPE and ROW
Rhenus Warehousing Solutions Lutterworth Ltd
* You have 28 days of receipt of the goods to return your items to us.
* Any orders returned outside of this time will not be accepted and returned to sender.
* Products must be returned as received complete with tags, presentation boxes and dustcovers.
* If you have received a faulty item, contact Customer Care at email@example.com to discuss your options.
* We aim to process your refund as quickly as possible from receipt, however during busy periods this can take up to 14 days.
* To return a Medium or Large Spinner Case, please call our Customer Care Team on +44 (0)808 169 6757 between 10am and 5pm UK time to arrange a complimentary collection. Please note that this service is only available to customers returning items from the UK.
If you have received a faulty item or your item has become faulty within your 12 months warranty period, please send images of the fault to our Customer Care department (firstname.lastname@example.org) and a member of staff will arrange either of the below
Replacement- All replacements are subject to availability. If the item you request is out of stock, we can offer a different item within the same value
Refund- If we are unable to replace or repair, we will process a full refund once our team have authorized and confirmed your return
Please include the completed returns form with your return, otherwise we will be unable to process your replacement/refund
If you no longer have your returns form, please contact our customer care team, who can email you another one, along with a pre-paid returns label (if you are a UK customer)
Once your faulty item has been received at our warehouse, your replacement item will be shipped, at this point you will receive a confirmation email with your new order number and tracking details
If you have purchased your item from a Lulu Guinness store within the last 12 months, please return your item to the store of purchase along with your receipt
Our stores are unable to accept any returns without proof of purchase
Our warehouse is unable to accept any products that have been purchased in store or through another Lulu Guinness supplier
Lulu Guinness products purchased from stores other than www.luluguinness.com will need to be returned to their original store of purchase. Please refer to the individual store's Terms of Sale.
Refunds will only be processed onto the original payment card. A refund for the price of the product will be made to the purchaser, but we will consider the overall condition of the product returned when making a refund. Delivery charges will not be refunded unless the item is faulty. We will make no refunds to a third party.
We aim to process your refund as quickly as possible from receipt, however during busy periods this can take up to 14 days. If you have not heard from us within this time, please email your tracking number and return details to email@example.com.
Return delivery charges will only be refunded in the event of faulty or incorrect items received. No refunds will be made to third parties.
All products purchased at luluguinness.com carry a 12-month guarantee.
Our guarantee policies are valid from the date of purchase, subject to normal wear and tear
If within this period you detect a fault with your goods, they can be replaced upon further evaluation (subject to availability) or a full refund can be issued. The item must be returned to us within the 12 months guarantee period in order for replacement or refund to be issued
We are unable to provide any missing parts. If you are missing a screw or strap and the item is within its 12 months guarantee, you can return your item to us for a replacement (subject to availability) or a full refund
If you have been in touch with a member of our customer care team regarding a faulty item and we have authorized the return, please return the item to us within the 12 months period
Any items that are returned to us outside of this time will not be accepted, even if a return has been previously agreed
What's covered by our Guarantee?
The guarantee does not cover cosmetic, incidental or heat damage, normal wear and tear or theft
All Lulu Guinness products (including the luggage range) have a 12-month guarantee which covers manufacturing defects in workmanship and materials
Our guarantee does not cover carrier damage, misuse or neglect of the product, normal wear and tear, or repairs beyond the guarantee period
The guarantee does not cover damage caused by third parties during transportation (such as airline travel or other carriers)
The guarantee does not cover damage caused by colour transfer
Dark Coloured fabric dyes (such as denim) can also transfer onto lighter coloured materials. Always take care and avoid wearing with light/dark colours to prevent this. Colour transfer in this way is not covered under the Lulu Guinness Guarantee
Please take extra care using products with dark coloured suede or fabric lining as these materials can cause colour transfer to lighter coloured fabrics or objects
If the damage is not included or is no longer covered by the guarantee, we cannot assist in any repairs/refunds/replacements, nor can we supply the desired parts for external repair
As we do not offer a repair service once your warranty expires, we suggest you consult a professional cleaning and repair company.
If you are based in or close to London we recommend:The Classic Shoe Repair Company Ltd. Contact Number: 0207 485 5275
The company has been recommended by Vogue Magazine and undertakes repairs for many leading brands.
Please note: service and prices are depending on their inspection of the product
Cancelling your order
Amends to orders & cancellations policy
It may be possible to cancel your order if it has not yet been prepared for dispatch. Please contact our Customer Care Team to inform them of your decision at firstname.lastname@example.org. If the order has already been dispatched we will not be able to cancel it and advise you to follow our returns process.
Please note that we are unable to change or edit the email address, billing and shipping details, change items, combine orders or add items to an existing order once it has been placed. If you would like to add additional items to your order, you will be required to place a new order for the required item(s).
We are unable to process any order cancellation requests during Sale periods.
Lulu Guinness are unable to hold online orders.
Distance Selling Regulations
Under the Distant Selling Regulations, customers within the EU have the right to cancel the contract for purchase with Lulu Guinness at any time within the seven working days of the day after the day on which the customer receives the goods (the seven day cooling off period’.)
To cancel your contract within the seven day cooling off period, please notify us in writing by email, post or fax (link to contact us page) before the expiry of this period. Please package the relevant goods securely and then send them to us within 21 days following the date the items were delivered to you.
All returns must be in perfect condition and with their original packaging. Please note for customer returns outside of the UK, you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
If we receive notice of your cancellation of this order within the seven day cooling off period we will refund the purchase price for that item, together with the item’s normal postage charge. If you wish to cancel the item outside of the seven day cooling off period, or you are not an EU customer, this will be dealt with as a standard return.